About the role
Citrine Technologies is seeking a Service Desk Analyst to provide responsive, professional technical support to users across client environments.
You will troubleshoot incidents and service requests, support Microsoft 365 and endpoint environments, document solutions and help maintain reliable day-to-day technology operations.
The ideal candidate combines technical troubleshooting with strong communication, sound judgement and a genuine interest in helping users succeed.
Key responsibilities
- Receive, assess, prioritize and resolve user incidents and service requests through the service desk.
- Provide remote support for Windows devices, Microsoft 365 applications, email, collaboration tools, printers, connectivity and common business applications.
- Perform user account administration, password resets, access changes and multi-factor authentication support.
- Support employee onboarding and offboarding, including account creation, device preparation, access configuration and documentation.
- Install, configure and troubleshoot workstations, software, peripherals and approved business applications.
- Assist with endpoint management, patching, antivirus or EDR status, device compliance and routine maintenance.
- Escalate complex incidents appropriately and provide clear technical information to senior team members or vendors.
- Maintain accurate ticket notes, troubleshooting steps, resolutions, asset records and knowledge-base articles.
- Monitor assigned service queues, follow up with users and help ensure requests are completed within expected service targets.
- Identify recurring issues and recommend opportunities to improve documentation, automation and user experience.
- Follow security, privacy and change-management procedures when supporting client environments.
Required qualifications
- Diploma, degree, certificate or equivalent practical experience in information technology, computer systems, networking or a related field.
- Hands-on experience supporting Windows workstations and Microsoft 365 users.
- Working knowledge of Microsoft Entra ID, Exchange Online, Teams, SharePoint or related Microsoft 365 services.
- Strong troubleshooting approach and ability to gather relevant information before escalating an issue.
- Clear written and verbal communication with the ability to support non-technical users professionally.
- Ability to organize multiple requests, manage priorities and maintain accurate ticket documentation.
- Commitment to protecting confidential information and following security procedures.
- Ability to work independently and collaborate with technical colleagues, clients and third-party vendors.
Preferred qualifications
- Previous service desk, help desk, desktop support or managed-service-provider experience.
- Experience with remote monitoring and management, ticketing, endpoint-management or documentation platforms.
- Familiarity with Microsoft Intune, Entra ID, Defender, conditional access and device-compliance concepts.
- Basic networking knowledge, including TCP/IP, DNS, DHCP, Wi-Fi and VPN troubleshooting.
- Experience supporting Microsoft 365 migrations, user onboarding or endpoint deployment.
- Industry certification such as CompTIA A+, Network+, Security+, Microsoft fundamentals or equivalent.
- Exposure to PowerShell or automation tools used to improve support processes.
Core competencies
- Customer-focused service and professional communication.
- Structured troubleshooting and problem solving.
- Attention to detail and reliable documentation.
- Ownership, follow-through and appropriate escalation.
- Curiosity and willingness to build new technical capability.
- Ability to remain calm and organized when priorities change.
What success looks like
You provide responsive and professional support, keep users informed, document your work clearly and resolve issues using a consistent troubleshooting approach. You become a dependable member of the service-delivery team and contribute ideas that improve support quality and efficiency.
Work Location: In person
